Job Description

We are looking for a talented Contact Center Analyst to join our team specializing in Customer Service for our EU Aftermarket Meritor Customer Department in Redditch, United Kingdom.

In this role, you will make an impact in the following ways:

• Performance visibility: Turn complex end to end order management and contact center data into clear insights that improve daily Customer Service and warehouse shipment performance
• Operational decision support: Provide timely and accurate performance analysis to Supervisors and Managers, enabling faster issue resolution and better day to day decision making
• Trend and risk identification: Proactively identify performance trends, risks and root causes across Customer Support and order management processes, and recommend practical solutions
• Reporting excellence: Define, build and roll out a robust reporting suite that standardizes department performance metrics and supports data driven accountability
• Customer experience improvement: Analyse customer satisfaction and contact center metrics to support continuous improvements aligned to evolving customer expectations
• Contact Center optimization: Monitor ACD performance and develop actionable reports that support workforce management, call volume forecasting and staffing level optimization
• Continuous improvement leadership: Actively contribute data and analysis to continuous improvement initiatives, supporting process changes and organizational goals
• Cross team collaboration: Support the global analyst team and act as project coordinator or workstream owner, ensuring analytical consistency and successful project delivery across regions

To be successful in this role you will need the following:

• Required knowledge & experience
• Advanced Excel skills (pivot tables, Power Query, complex formulas, data validation)
• Experience with Power BI (or similar BI tools) – data modelling, dashboard creation visual storytelling for leadership audience
• Ability to manipulate and cleanse large datasets from multiple sources
• Ability to translate raw data into clear, decision driving insight
• Trend analysis, root cause analysis, and performance insight generation
• Strong knowledge of Sales Force/Service Cloud (CRM)
• Power BI Reporting
• Ability to map and analyse end to end processes, identify bottlenecks, inefficiencies
• Experience reducing manual effort through automated reports, self-service dashboards
• Creation of clear standard reports and definitions
• Ability to tailor data outputs for senior leadership, operational leaders & front-line teams

• Turning analysis into practical actions and recommendations

  Outputs This Role Owns

• Daily/Weekly / monthly performance dashboards
• Team quality audits
• Executive summaries for leadership reviews
• Capacity, workload, and trend analysis
• Data support for structural or process change initiatives

Education/ Experience:

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required
• This position may require licensing for compliance with export controls or sanctions regulations.
• Strong prior experience in comparable roles is essential.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.